Saturday, April 23, 2016

“CIO Master” Tuning:XV: How to Build a Trustworthy Relation between IT and Business

The trust means IT and business need to work closely to deliver the solution with optimal speed.

Business Change Management is managing everything that is necessary to get people to adopt new ways of working such as stakeholder management, communications, process or organizational change, training, business readiness and technical change management. etc, also helps to close the gaps between IT and business. Trust is the key, which means IT needs to behave more like an integral part of the business. But how to build a trustworthy culture within IT, between IT and business, and within the organizational scope?

Trust means how to strike the right balance  in order for IT and business aligned as strategic partners. The cause of most conflicts or miscommunication is a lack of trust, in both directions. Solve that problem, and a lot of the other problems go away. Why isn't there trust? There’re a lot of reasons technically, economically, politically and cognitively. The key is engaging at the right level and about the right things, therefore, it should start at the strategic level, IT, marketing, finance, HR., etc all have its own subsection of the overall business strategy. It is invaluable for both IT and business to know what's going in each other's space and why. IT and business must rely on each other's strengths and use each other in the most relevant capacity, both parties have to understand exactly how each one operates. Once business and IT start talking in more strategic terms that are mutually beneficial, then trust will come. Trust is earned by business and IT working as a whole, head to head and hand in hand.

The trust means IT and business need to work closely to deliver the business solution with optimal speed. It’s about what IT can give up control, and what IT needs to control. The trust between IT and business will enable the business to self-service and do more with the technology, so IT can spend more resources on innovation and come up with even better, more relevant solutions for the business; on the other side, IT shouldn't give up control of governance and risk management, as well as building up strong long-term relationship with partners to gain purchasing power and dedicated supports. It’s about finding the right balance. Often business gets frustrated about the speed of IT because they can see the ease of delivery and use of easily accessible solutions that fit to some of their business needs, they see how far technology has advanced, they see the ease with which new sites and services are deployed on demand, and then they sit around a table with their internal IT service providers and suddenly everything is impossible because business is being too demanding; IT may also need to educate business upon the complexity of IT integration, governance & risk & compliance management issues, to not allow ‘shadow IT’ put their organizations at risk for the long period of time.

Transparency is critical to developing a trusting relationship between the business and IT.  From IT management perspective, there is an inherent conflict if IT views its primary objective as standardization, rationalization, and consolidation, but nowadays at the era of digitalization, IT means innovation, integration, and improvement, etc. IT leadership must increase and demonstrate its level of understanding of their organization's business and strategy. This will lead to greater respect and trust from the business leaders. More often than not, information and technology become creative disrupter to business growth and industry evolution, business leaders cross-functionally should stay on the same page when sharpening business strategy and sharing information, the overall business transparency will enable effective communication and build trust. Get things done more effectively.

Change is inevitable, and organizational change becomes a common practice within an organization. It isn’t what you do, but the way that you communicate and do it, that matters. The right balance among the elements of an IT organization's value proposition depends on the style and market position of the business as a whole, combined with the expected contribution that IT makes. Building a trustworthy culture is important to improve the maturity of the IT and the organization as a whole.


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